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Company Name : Montgomery County Pennsylvania
Location : Norristown, PA 19404
Position : VoIP Technician
Job Description : POSITION DESCRIPTION: VoIP Technician
REMOTE WORK ELIGIBLE: Yes
EXEMPT: No
DEPARTMENT: Information and Technology Solutions
POSITION REPORTING: Deputy Chief Information Officer
SUMMARY: The VoIP Technician’s role is to coordinate strategies for defining, deploying, and maintaining the County’s IP telephony voice communication architecture and its associated network connections and component hardware. This includes assisting with all engineering projects for VoIP initiatives, and configuring and optimizing all VoIP/IP-PBX telephone systems and services, both internally and those integrated with Internet-based services. Also, the VoIP Technician’s mandate will be to maintain SLAs for all organizational IP telephony applications.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Strategy & Planning
Support VoIP infrastructure and its associated software, including IP-PBXs, call management systems, voice mail, and interactive voice response;
Where necessary, assist in plan for management or phasing out of legacy telephony systems and other switch-based technologies;
Select, deploy, and utilize appropriate tools for reporting and routing of IP telephony traffic on the network.
Acquisition & Deployment
Collaborate with systems engineers/architects for upgrades to operating systems, hardware, etc.;
Remain current on new transport protocols, products, and standards in support of VoIP systems development and equipment procurement.
Operational Management
Integrate IP telephony systems with enterprise LANs, WANs, wireless LANs, and other Internet-based services and protocols;
Collaborate with help desk to resolve trouble tickets and mitigate end-user issues with VoIP hardware and/or applications;
Assist with the installation planning and maintenance of network cabling, including MDF and IDF closets;
Perform telephony audits as necessary;
Monitor and identify capacity and performance issues for VoIP traffic to ensure continued, uninterrupted operation of telephony systems;
Collaborate with network engineers or administrators to ensure that VoIP traffic does not interfere with or hinder network data traffic;
Conduct testing and disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
QUALIFICATION REQUIREMENTS:
Formal Education & Certification
College diploma or university degree in the field of telecommunications or computer science and/or 10 years equivalent work experience;
Certifications in administrating VoIP systems is a plus.
Knowledge & Experience
Working technical knowledge of VoIP/IP telephony systems, software, and hardware, including voicemail systems, boarder control session devices, switches, routers, call handler devices and handsets;
Strong hands-on knowledge of the configuration and optimization of VoIP equipment, including voicemail systems, boarder control session devices, switches, routers, call handler devices and handsets;
Strong hands-on knowledge of SIP, H.323, TCP/IP, and other protocols;
Strong understanding VoIP QoS issues and mitigation strategies;
Working technical knowledge of the VoIP operating systems (Cisco and Avaya);
Direct experience with Avaya and Cisco switches and routers;
Familiar with network topologies such as Frame Relay, ATM, ISDN, etc.;
Knowledge of cabling and wiring systems, design, and installation;
Ability to operate tools, components, peripherals, and testing accessories.
Personal Attributes
Able to prioritize and execute tasks in a high-pressure environment;
Ability to read and interpret technical documents and procedure manuals;
Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities;
Strong understanding of the organization’s goals and objectives;
Ability to conduct research into IP telephony issues and products;
Strong customer service orientation;
Help desk experience;
Experience working in a team-oriented, collaborative environment.
Work Conditions
On-call availability;
Sitting for extended periods of time;
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other communications/computer components;
Occasional inspection of cables and wiring in floors and ceilings;
Lifting and transporting of moderately heavy objects, such as telephony equipment and peripherals.
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